Incident resolution with first call resolution
Francie Stafford is a service desk analyst who works on the Calbro Services service desk. She receives a call from Joe Unser, a Calbro Services benefits agents who cannot access one of his key applications, because he is locked out of his user account. Francie creates an incident request, resolves the incident for Joe, and then closes the incident request.
The following table describes the typical steps involved in this user scenario:
Tasks and actions
Contacting the service desk
Joe Unser needs to have one of his user accounts unlocked, and calls the service desk to open an incident request.
Service desk analyst
Registering the incident request record
Francie Stafford receives Joe's call and, using the Incident Management Best Practice view, creates a new incident request record using the applicable template.
Service desk analyst and Service desk customer
Closing the incident request
While Joe is still on the phone, Francie asks him to confirm that his account is unlocked and that he can log in to his system.